endorsedCompleted

Chrome-Based In-Person Support Recording Tool for Rideshare Company

Services Covered:

Custom Software Development

Industry

Business Consulting & Services

Duration

10 months

Budget

10K - 49K

Start Date

1 June 2019

Team Size

Confidential

Engagement Model

Offshore

Project Capability Score (PCS)

76/100

Good

Project Capability Score (PCS) estimates how capable DianApps is of successfully delivering a project like this, based on its past experience, track record, and ability to handle similar work. Learn more about PCS

Client

Confidential

San Francisco, United States of America

Project Summary

DianApps developed a Chrome-based recording tool for a rideshare company's in-person support centers, building both frontend and backend and storing recordings on AWS. The team completed three rounds of development and piloted the product in multiple markets, but the planned wider launch was postponed due to COVID-19 and subsequent company restructuring.

Key Challenges

No existing tool to record in-person customer service interactions
Need to capture webcam-based interactions and reliably store recordings for QA

Project Deliverables

Chrome-based recording plugin for in-person support
Frontend and backend application
AWS-hosted storage/database for recorded interactions
UI design and iterative development (three rounds)

Project Solution

DianApps built a Chrome browser plug-in that records in-person customer service interactions using webcams and recording tools, and stores the recordings to a database hosted on AWS. The vendor handled full frontend and backend development, conducted about three rounds of iterative development, and worked on UI design and piloting the tool in select markets.

Project Outcome

Completed three rounds of development and prepared the product for launch
Successful pilot tests in Newcastle, Johannesburg, and Egypt with 76% usable recordings
Launch postponed and full rollout prevented due to COVID-19 and company restructuring

Platforms

Tech Stack

Amazon Web Services (AWS)

Client Endorsement

Overall Review Rating

Timeliness

Cost Rating

Willing to Refer

Quality of Deliverables

“Although DianApps’s quality of work was high, the client wasn’t able to launch the tool because of the COVID-19 pandemic and company restructuring. However, the team at DianApps was knowledgeable and professional. They always met deadlines.”
Anonymous
Executive
Date: 12/10/2020